Contact center leaders widely agree the most important position in their organizations are frontline supervisors. A contact center supervisor is the first leader most new hires will report to, they have the largest number of direct reports and they’re responsible for the employees who interact with the company’s customers. Yet as important as supervisors are in contact centers, they often receive the least amount of training for their job. Many, if not all contact center executives admit their supervisors are typically promoted from the ranks of the frontline and begin their new role with little or no training at all. And, if any training does take place before the supervisor takes over their new team, it’s usually focused on administrative processes, including HR and payroll paperwork. Very few contact center supervisors actually receive training on how to become an effective leader, and that was one of the primary motivators for the writing of this new book helping current, new and aspiring contact center leaders.
CCNG talks with author and member Casey Kostecka, a veteran in the contact center industry about his book entitled, 7-T Success System – Leaders Aren’t Born, They’re Made. In his book, Casey provides a guideline that any and all leaders can use to build successful “winning” teams. It is especially valuable for new leaders such as contact center supervisors.
The book details the seven components that make up every organization, whether it’s a supervisor’s team or the overall company itself. The seven Ts are critical to all organizations of all sizes. Within each of the seven components there are subcategories, or “elements” that leaders must address and optimize. Casey provides examples of these elements and how leaders should approach optimizing them, providing useful techniques and real-life experiences. The 7-T Success System has been used by contact center organizations in multiple industries all around the world to train and enhance leadership skills. The 7-T Success System is a game plan every contact center leader can use to optimize their team’s performance and will be especially valuable for frontline supervisors.
Watch our brief interview with Casey and order Casey’s book by visiting the 7-T Success System website at www.7TSystem.com or by using this link The 7-T Success System: Kostecka, Casey: 9781735200002: Amazon.com: Books.
